Despite Intentions, Most Don't Use Web Health Care
Info

March 12, 2003 (PLANSPONSOR.com) - Consumers are
twice as likely to use the Internet to research a new car
purchase or major family vacation than prepare for a visit to
the doctor about a medical concern.

While almost 75% of survey respondents said they
want to use the Internet to find health-care information
and a majority (59%) say the most important reason for
using the Internet is to get health care information so
they can have a more informed discussion with their
doctors, only 28% actually put their mouse where their
mouth is, according to “The ‘Net Effect: Online Health
Care Tools Still Missing the Mark for Consumers,”
conducted by CIGNA.

The 28% of those currently using the Internet
before a visit to the doctor revealed their main concerns
to be:

33% said they would rather discuss their ailment
with a live person

17% said there is way too much data to sort
through

15% said they don’t know if Web information is
credible

5% said they didn’t know it was available

4% said the information they find online doesn’t
meet their needs

The survey found that consumers perform more
research, both online and offline, when planning
vacations or significant purchases than before seeing a
doctor about a health concern. Survey respondents
were asked whether they perform “a lot of research”
before making important decisions:

62% say they do before buying a new car

48% say they do when planning a major family
vacation

42% say they do prior to buying a major appliance
or computer

32% say they do before seeing a doctor about a
medical concern

Online Quality

Overwhelmingly, consumers are looking for more
useful online tools to help them make better choices with
the sometimes-difficult health-care decisions they
face. When they were asked about several Web-based
services that could provide personalized health
information, 91% said they would find valuable an online
service that lets them learn more about a disease or
condition that may affect them or their
family.

Further, more than eight of 10 (81%) would find
value in an online tool that lets them compare the
quality ratings of hospitals before going in for a
medical procedure and nearly the same amount (82%) said
an online service that lets them compare the
effectiveness, costs and alternatives for prescription
drugs would be valuable to them.

Additionally, 80% responded positively to the value
of an online tool that allowed them to get more
information about their chances for developing certain
diseases or conditions.

Generational Gender Gaps

The survey found that women, who in many households
are the primary health-care decision makers, are nearly
twice as likely as men to do “a lot of research” before
seeing a doctor about a medical concern (41% of women
versus 23% of men).

Examining the generational divide revealed Baby
Boomers were significantly more likely to perform “a lot
of research” prior to seeing a doctor about a medical
condition than members of Generation Y (37% of the
Boomers versus 27% of Generation Y). Interestingly,
Boomers were also more likely to have used the Internet
for that research than members of their Y counterparts,
who have grown up with the Internet (31% of Baby Boomers
versus 22% of Generation Y).

Also, members of the Y generation expressed more
skepticism about the information available online about
health care. This group was twice as likely to say
the main reason they do not use the Internet more to get
health-care information is because they are unsure of the
credibility of the information they find online.